Wheels
Job Description:
SUMMARYThe role of the Fuel Management Administrator is to execute all day-to-day activities around administration, billing, fraud prevention and customer service for fuel card programs in the U.
S.
, Canada, Puerto Rico and the Caribbean.
In this role, the Fuel Management Administrator will build strong relationships with Account Executives, drivers and fleets, understand their expectations, and ensure accuracy and high quality of all deliverables.
Working effectively in a team environment, with internal operating groups and vendors; managing client expectations, coordinating problem resolution and implementing process improvement is critical to this role.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Other duties may be assigned.
Customer ServiceUnderstand fuel program features and benefitsUnderstand and anticipate client needs and expectationsInterpret and follow up on various issues and tasks concerning Fuel OperationsEstablish effective communication channels with drivers, co-workers and vendorsConsistently maintain daily involvement with customer related service issuesSupport Department Manager, Supervisor and Coordinator with Clients' on-boardingRespond to requests from clients, drivers and internal departmentsPartner with Account Executives, Account Managers, Fleets and Drivers to handle inquiries and resolve issuesEnsure consistent performance within customer Service Level AgreementsEnsure Key Performance Index of 80% or higherEffective online vendor system managementQuality ManagementMaintain established quality and productivity standards Follow and maintain documentation for department processes and proceduresFollow appropriate internal controls and protocolsHandle escalated issues and bring those to the Management attentionEnsure all calls are logged and trackedUnderstand Wheels business rules and the downstream impactAdministration/OtherSupport Management with new account set-ups and other on-boarding tasksAssist with new rollouts, renewals and downsizingsAdminister Cards and PIN ordering, cancellations and transfersEnsure billing and payment functions are completed accurately and on timeReview and escalate high-value or suspicious transactionsRun on-line vendor, FleetView and internal reports as neededMake appropriate determinations by using Fuel Profile systemMaintain central files for clients and vendorsProcess restriction and limit changesUpdate the fuel and vendor systems with additions and deletionsSet up and maintain International (Canada and Puerto Rico) accountsHandle special client requestsSupport organizational and department goals, objectives and quality initiativesAssist department Manager, Supervisor and Coordinator with process improvementsEstablish and maintain communication channels with clients, drivers and other team membersSupport continuous changes within Wheels and vendor systems
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SKILLS/COMPETENCIES:
Strong Customer Service and time management skillsAbility to deal with difficult customers and situations with minimal supervisionObserve high level of confidentialityAbility to handle sensitive information in an ethical mannerExcellent interpersonal and telephone skillsExcellent listening skillsExcellent critical thinking skillsEffective written and oral communication skillsAbility to manage multiple projects and be a team playerAbility to handle multiple priorities and high volumes of workAbility to work under pressure, maintain flexibility and meet deadlinesStrong computer skills, including Word and ExcelAbility to interact with drivers, vendors and various operational areasExcellent relationship building skillsEDUCATION and/or EXPERIENCEAssociate Degree and/or minimum of 3 years relevant work experienceStrong hands-on experience with PCs, including Word and ExcelPHYSICAL DEMANDSWhile performing the duties of this job, the employee is regularlyAbout the Company:
Wheels.
Estimated Salary: $20 to $28 per hour based on qualifications.
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